Appello Group

🤩EMERGENCY HELPLINE OPERATOR - NIGHTS 🌟 Join the Heroes Behind the Headsets! Become an Emergency Helpline Operator at Appello 🌟 Are you ready to make a real difference every single day? Do you have a calm voice, a caring heart, and a knack for solving problems under pressure? Here, one simple word can mean the world. Every 'hello' can save the day or even a life. Join the UK's most trusted and innovative careline service supporting vulnerable people. At Appello, we’re not just answering phones — we’re answering calls for help. From elderly and vulnerable individuals to urgent council services, we’re the friendly, reassuring voice on the other end of the line, 24/7. 🔊Please take a moment to listen to the types of calls that you may be dealing with here! 🕰️Hours: 29.75 average per week 📅Shift pattern: 4on 4off 00:00 - 09:00 💸Salary: £23,607.22 (£15.26 ph) 📍Location: Remote 📆Start Date : 05/54/2026 🙅CLOSING DATE : 07th April 2026 🤝INTERVIEW DATES: 10th, 13th and 14th April 2026 🌟For this role, you must have 5mpbs upload and 15mpbs download internet speed. All IT equipment required for the role will be provided 🌟 🎓Training Schedule: (05/05/2026-05/06/2026) 😎Appello Perks - 196 hours annually, including bank holidays that you will be expected to work if rota'd - We offer you discounts on everything from groceries and shopping through to holidays, insurance, days out, restaurants and more - 24/7 employee assistance programme with an easily accessible app! - Family and friends’ discounts on our services & products - Pension Scheme, up to 4% Company matched - Smart Tech Benefit Scheme THE ROLE 🎧 The heart of the Emergency Call Handler role is to arrange help for our vulnerable clients when they need us the most. Your hello can save the day or save a life Thats the power of hello At Appello, every call you answer makes a difference. With a cool head, you’ll be handling varying calls, anything from providing reassurance, actioning accidental calls, test calls, to contacting emergency services. ABOUT YOU 👇 You must possess a genuine desire to help the community, be empathetic and have the ability to sympathetically communicate with a distressed caller. You have had a minimum of a years experience in a call centre environment dealing with customers and have worked remotely. A good general standard of education is required, but we believe that within the right core values and training that you could thrive in this role. This is a rewarding role where trust is key. But it can also be tough - so you’ll need to be resilient too! You’ll also need the drive to meet personal targets whilst delivering excellent customer service. READY TO APPLY ✅ If you are interested in this role please follow upload your CV and answer a few questions about yourself so we can get to know you ! OTHER INFORMATION 📑 This is an exciting time at the Appello Group - we are a company on the move and now is a perfect time to join our team. You’ll gain exceptional career opportunities and will be part of a company that is continuing to expand. We are committed to equal opportunities and welcome applicants regardless of religious beliefs, political opinion, race, sex, marital status, age or disability. If you require assistance to participate in the recruitment process, for example due to disability, please contact the careers team on 01425 626337.

🤩LEARNING AND DEVELOPMENT TRAINER - INTERNAL ONLY 🏢 Passionate about training that makes a real difference? Join a role where your delivery, mentoring and learning expertise directly build capability and confidence from day one. 🕰️Hours: 35.45 hours per week 📅Shift pattern: Hours are flexible to business needs, Monday-Sunday. The current rota is Monday–Friday from 8:15am onwards; however, this may change at any time. 💸Salary: £26000 per annum 📍Location: Remote 📆Start Date: April/May 2026 ⚠️Please note that this role is subject to pre‑employment screening, including basic DBS checks and two years of referencing. All screening must be completed prior to your start date, which may result in the start date being adjusted if required. 🌍This role is a UK based role and any hybrid/remote work must also be within the UK. 🌟For this role, you need 5mpbs upload and 15mpbs download internet speed🌟 😎Appello Perks : - 163 hours annual leave entitlement plus bank holidays. - We offer you discounts on everything from groceries and shopping through to holidays, insurance, days out, restaurants and more - 24/7 employee assistance programme with an easily accessible app! - Family and friends’ discounts on our services & products - Pension Scheme, up to 4% Company matched - Free on-site parking 👇ABOUT YOU You’re passionate about learning and development and enjoy helping people build confidence and capability in their roles. You’re organised, proactive and comfortable working with a range of stakeholders to deliver engaging, high‑quality training experiences. With a practical, people‑focused approach, you’re confident balancing delivery, coordination and continuous improvement in a fast‑paced environment. You’ll shine in this role if you have: - Previous experience in a training or learning-focused role - Experience designing or developing training programmes - Experience working in a call centre or volume environment and identifying training needs - Experience delivering training to remote and office-based colleagues - Strong communication and listening skills - Highly organised, accurate and able to manage competing priorities - A customer-focused mindset and a resilient, proactive approach Bonus points if you bring: 🎁 - Experience using a Learning Management System (LMS) - Experience delivering training remotely - Exposure to compliance-related training and regulatory environments 🌟THE ROLE As a Learning & Development Coordinator, you will be a key part of building and delivering a Learning & Development Centre of Excellence across Appello Group. You will work closely with L&D Leads and other coordinators to design, implement and deliver learning solutions that support onboarding, role effectiveness, leadership development and ongoing capability building. This is a hands-on role combining coordination, delivery, mentoring and system ownership, with a strong focus on consistency, best practice and continuous improvement. ✔️WHAT YOU'LL BE DOING - Working collaboratively with other Learning Coordinators to ensure consistency, best practice and shared capability across the Group - Supporting the delivery of a structured, engaging and effective onboarding journey for new starters - Observing live calls as part of agreed plans to identify training needs and support performance improvement - Mentoring new starters to support their transition, maintaining up-to-date knowledge of call handling procedures and periodically handling live calls where required - Supporting training identified through Training Needs Analysis (TNA), including leadership and externally delivered training - Contributing to the implementation, maintenance and continuous improvement of the Learning Management System (LMS) - Ensuring learning content is current, relevant, embedded in the business and aligned to organisational needs - Working with L&D Leads and business leaders to prioritise learning activity and deliver against agreed plans - Supporting the design and delivery of development programmes, including leadership development initiatives - Using LMS data to provide insights, track engagement and support evidence-based learning decisions - Promoting a “One Team” approach by building knowledge across Group functions and sharing best practice 👀WHAT WE'RE LOOKING FOR Essential: Desirable: READY TO APPLY ✅ If you are interested in this role please upload your CV and answer a few questions about yourself! OTHER INFORMATION This is an exciting time at the Appello group - we are a company on the move and now is a perfect time to join our team. You’ll gain exceptional career opportunities and will be part of a company that is continuing to expand. We are committed to equal opportunities and welcome applicants regardless of religious beliefs, political opinion, race, sex, marital status, age or disability. If you require assistance to participate in the recruitment process, for example due to disability, please contact the careers Team on 01425 626337.

🆘OOH COACH - INTERNAL ONLY- 6 MONTH SECONDMENT 🌙 Lead the heartbeat of our Out of Hours service — where performance, people, and customer excellence come together. 🕰️Hours: 35 hours per week 📅Shift pattern: Core hours between 12:00 - 20:00 occasional weekend work inline with business needs. 💸Salary: starting at £30,000 per annum 📍Location: Remote (travel inline with business needs) 🎓Training : 1 week at New Milton office 📆Start Date :April 2026 Please note that this role is subject to pre‑employment screening, including basic DBS checks and two years of referencing. All screening must be completed prior to your start date, which may result in the start date being adjusted if required. 🌍This role is a UK based role and any hybrid/remote work must also be within the UK. 🌟For this role, you need 5mpbs upload and 15mpbs download internet speed🌟 😎Appello Perks - 231 hours holiday This includes bank holidays that you may work. - We offer you discounts on everything from groceries and shopping through to holidays, insurance, days out, restaurants and more - 24/7 employee assistance programme with an easily accessible app! - Family and friends’ discounts on our services & products - Pension Scheme, up to 4% Company matched - Free on-site parking 👇ABOUT YOU We’re searching for a dynamic, data‑savvy leader who can bring energy, insight, and big‑picture thinking to our Out of Hours operation. If you love solving problems, empowering people, and turning complex data into smart decisions — this role has your name all over it! 💡📊✨ Here’s what will help you shine: ✅ Experience We’d Love You to Bring - Proven experience managing contact centres or control centres 🎧 - Strong data analytics skills — able to interrogate data and turn it into actionable solutions 🔍📈 - Workforce Planning expert with WFM tool mastery - Experience assessing operational needs, commercial opportunities, and cost viability - Confident relationship‑builder with B2B clients 🤝 - Background in housing, social care, property management, telecare, or Out of Hours services (bonus!) 🎓 Qualifications & Training - Degree‑level qualification 🎓 - Awareness of: - Data Protection 🛡️ - Safeguarding 🧩 - Equality & Diversity 🤝 - Leadership qualifications: CMI / ILM / NVQ - Six Sigma methodology (hello process excellence!) 🟢 - Emotional intelligence training - Training in handling difficult customers 💡 Skills & Knowledge - Deep understanding of contact‑centre performance, motivation, retention, workforce planning & analytics - Strong service‑management knowledge - Awareness of key HR processes (attendance, performance, grievances) 👥 - Broad leadership toolkit — adaptable, confident, and people‑focused - Ability to communicate effectively with everyone from operators to directors 🎤 ⭐ Personal Attributes That Make You a Perfect Fit - Engaging communicator who can inspire, influence, and hold attention - Challenges the status quo and creates smarter, more profitable ways of working 💥 - Able to flex your leadership style for different people and situations - Strong active listening skills 👂 - Calm under pressure and great at juggling priorities - Confident problem‑solver who uses initiative - Self‑motivated team player who leads by example - A natural “there’s always a solution!” kind of person 🙌✨ 🆘THE ROLE Looking for a role where every night is different and your leadership makes a real impact? 🌙✨ As our Out of Hours Manager, you’ll be the driving force behind a high‑performing, multi‑site operation — leading teams, powering customer excellence, and delivering top‑tier performance for our B2B partners. You’ll blend people leadership, operational strategy, technology delivery, and customer relationship management into one exciting, fast‑paced role. 🚀💬💡 From resource planning and KPIs to contract reviews, tech rollouts, and nationwide travel, you’ll keep the whole Out of Hours service running smoothly, efficiently, and with brilliant customer experience at its heart. ❤️📈 📌 Key Responsibilities 👥 Leadership & Performance - Lead and inspire Out of Hours teams across multiple sites 🌍 - Drive accountability, consistent behaviours, and high-quality performance - Own all SLA/KPI delivery, operational outcomes, and service excellence - Coach, develop, and engage staff — building future leaders 🌱 - Oversee performance management, recognition, and improvement actions 🤝 B2B Customer Relationships - Act as the senior point of contact for all Out of Hours customers - Attend client reviews nationwide, presenting insights and performance 📊 - Support retention and growth through outstanding service delivery - Manage escalations and service recovery with confidence and professionalism - Lead contract mobilisation, implementation, and ongoing enhancements 💻 Technology & Innovation - Ensure teams are confident and trained — collaborating with L&D and tech teams - Identify opportunities for automation and smarter workflows ⚙️ - Sponsor operational change with minimal service disruption 🚗 Travel & On‑Site Engagement - Travel across the UK to visit customers, manage relationships, and review service delivery - Carry out on‑site assessments and support implementations - Represent the company with confidence and professionalism 📊 Operational Management & Workforce Planning - Own forecasting, workforce planning, and resource allocation - Ensure the Out of Hours operation is fully resourced within budget 💷 - Analyse call trends and take action to reduce cost and improve efficiency - Manage multi‑site control centre teams across wide geographical areas - Use WFM tools to optimise schedules and support service resilience ⭐ Customer Service Excellence - Champion the Appello brand and uphold best-in-class customer experience - Identify areas for continuous improvement and implement positive change - Support the wider leadership team and take on duties aligned to business needs - Build strong relationships with customers, attending review meetings as required 👩‍💼 People, Training & HR Support - Support recruitment, onboarding, and resource planning - Work with HR and Training to identify and meet development needs - Maintain a motivated, engaged, well‑informed workforce - Manage costs such as overtime and support disciplinary/grievance processes - Promote transparent resource planning and share data insights with the team 🧭 General Responsibilities - Work independently with minimal supervision - Continuously develop your skills and encourage the same in others - Reengineer processes to reduce cost and boost profitability 📈 - Support the Control Centre Manager and leadership team where required READY TO APPLY ✅ If you are interested in this role please upload your CV and answer a few questions about yourself! OTHER INFORMATION This is an exciting time at the Appello group - we are a company on the move and now is a perfect time to join our team. You’ll gain exceptional career opportunities and will be part of a company that is continuing to expand. We are committed to equal opportunities and welcome applicants regardless of religious beliefs, political opinion, race, sex, marital status, age or disability. If you require assistance to participate in the recruitment process, for example due to disability, please contact the careers Team on 01425 626337.